Global Media & Telecom

We live in a highly connected world. Technological advances, faster networks and ever increasing convergence of telecom, television, networks and Internet-enabled devices have redefined how content is generated, accessed and consumed. The demands are myriad and the customer is justified in making them.

These disruptions have also thrown open new challenges for Communication Service Providers, Telecom Equipment Providers, Cable and Subscription TV Operators and Media companies such as New Media, Publishing, Advertising and Entertainment. As technology partners to all these segments we understand that your predominant business goals revolve around customer experience, cost and efficiency of operations and revenue enablement. Wipro’s solutions are built with these objectives in mind to help you gain a sustainable competitive advantage in the market place.

How Wipro Helps

Wipro helps you achieve sustainable competitive edge across customer experience, cost and efficiency of operations and revenue enablement by empowering you to become more nimble and flexible to deliver the best to your customers while improving your cost of operations. Our solutions align to the following strategies crucial to your organization:

  • Customer Experience Enhancement: Next Generation Customer Experience (NGCE), differentiated services to predict customer expectations, improved first call resolution, reduction in customer complaints and personalized user experience
  • Revenue Management: Sales support through analytics, customer acquisition, improved cycle time, reduced customer churn, improved inventory management, effective supplier management and product catalogue management
  • Cost Optimization: Cost avoidance, cost reduction, variabilization and improvement in operational efficiencies through technology platforms and tools
  • Actionable Analytics such as driving Customer Loyalty and Churn Management: Brand monitoring and analysis, product marketing support, consumer analytics, social media monitoring and intervention
  • Domain Expertise

    domainExperts
    • Fulfillment: Order creation and configuration, order validation and handling, order management and delivery, service configuration and activation, resource provisioning and allocation
    • Service Assurance: Customer problem handling, multi-channel customer service support, Technical support retention and churn management, enabling customer self-care, Field Service Support
    • Billing & Revenue Management: Credit Management, Bill enquiry management, Bill Dispute Management, Collection/receivables management, cross-sell/upsell management, Settlements and Reconciliation
    • Media Support: New Media and Social, Publishing, Ad Operations, Entertainment and Studios and Sales and Marketing support
    • Network Equipment Provider (NEP): Order Management, Order Booking and Promising, Returns Management and support, FAO (link to CBS), SCM (link to SCM page), HRO (link to HRO page) and Collections.

    Business Value

    Business Value

    Revenue optimization

    • Monetize content
    • Control production costs
    • Manage fulfillment
    • Inventory optimization
    • Effective supplier management
    • Product catalogue management

    Customer experience

    • Driving satisfaction
    • Retention and loyalty
    • Net Promoter Score (NPS)/CSAT
    • Increased Customer experience and touch points

    End user engagement

    • Insight driven, dissemination of advertisements
    • Tools to measure impact (conversion) of advertisements
    • Measure responsiveness across channels

    Process efficiency

    • Process excellence - streamline processes and reduce complexities through automation
    • Standardization - Predictable and consistent service
    • Improve cycle time and Right First Time (RFT)
    • Best-in-class Industry Benchmarking

    Cost reduction

    • Increase revenue and cash flow - cost-of-order
    • Self-service/eliminate touch
    • Right shore operations
    • Continuous improvement
    • Reducing cost to service
    • Driving cost avoidance

    Differentiators

    Differentiators
    • Next Gen Customer Experience platform - a game-changing technology combined with proven customer support expertise to deliver a superior customer experience and management
    • Alignment to eToM (Enhanced Telecom Operations Map) - the model describes business processes required by a service provider and defines key elements and how they interact
    • > 100 replicable improvement practices specific to GMT - codified in Wipro's proprietary Transformation Intelligence tool
    • Customer analytics - for segmentation, churn management, upsell/cross sell, customer lifecycle analytics
    • Upfront gap assessment - of customer process against industry benchmarks of operational and business KPIs (internal and external)
    • Order-to-Activate Command Hub Platform powered by Base)))™ - Wipro's proprietary business operations platform
    • Robotics Process Automation - (RPA) to enhance productivity with the help of next-gen tools